Quality Assurance Specialist, Operations

In this role, you will evaluate client support projects and administrative duties in the office behind the scenes to identify areas for improvement and offer actionable suggestions. Your expertise will contribute to improving the customer experience, boosting agent efficiency, and maintaining company standards within Operations. The Responsibilities: Evaluate customer interactions: Scrutinize customer support interactions via multiple channels (e.g., phone, email, chat) to ensure service excellence and alignment with company policies and procedures. Evaluate back office task-handling: Review the back office team’s handling of underwriting and credit dispute tasks to assess the quality of handling and adherence to company policies and procedures. Find opportunities for improvement : Analyze agent performance to identify trends, patterns, and areas for improvement. Provide recommendations to enhance overall customer satisfaction and team efficiency. Provide feedback and coaching: Deliver constructive feedback to support agents based on evaluation results. Collaborate with floor support and team leads to provide mentorship and development opportunities for the team. Develop QA standards: Support in establishing and improving quality assurance guidelines and procedures for customer support and back office processes. Report and track metrics: Compile and report on team performance trends Cross-functional collaboration: Work closely with the customer support and back office teams, training and documentation, and leadership to implement quality improvement initiatives.